Shiori Yonesaka, LMHC
Brooklyn
Summary
High-performing humanistic Clinical Leader with a 8 years of robust experience in managing clinical contact center operations and driving staff performance to meet Key Performance Indicators. Strong track record of inspiring effective cross-functional collaboration and innovative problem solving in a high-stakes crisis management environment. Demonstrated expertise in clinical supervision and empathetic communication, fostering a culture of excellence and innovation. Committed to leveraging both data and interpersonal relationships to generate impactful change and work-life balance for staff.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant Clinical Director
Vibrant Emotional Health
12.2023 - 03.2025
- Provided strategic clinical supervision and mentorship to team of 5-7 Clinical Managers, who supported 29 Supervisors and 287 Counselors to ensure desired outcomes for help-seekers reaching out for crisis support.
- Collaborated with Program leadership to develop, implement, revise, and evaluated clinical policies and procedures to stay aligned with 988 Lifeline best practices.
- Provided oversight to the project management via Asana and collection of information across various departments in order successfully pass and maintain 5-year accreditation of 2 external accreditation bodies.
- Restructured clinical team's meeting format to reflect Scrum sprint in order to stay focused on progress report, actionable items, and ownership of tasks
- Served as the clinical subject matter expert to provide guidance and feedback to program and other departments on current clinically best practices on care delivery for help-seekers
- Assisted with the drafting and implementation of various SOPs in order to standardize routine tasks and promote consistency in processes and output
- Address escalations from Clinical Managers and Supervisors regarding high risk issues and served as a liaison in contacting the appropriate department leadership in a swift manner
- Work with program senior leadership to ensure efficient dissemination of all policy and program changes and assist with implementation of new programs.
Clinical Manager
Vibrant Emotional Health
06.2018 - 11.2023
- Provided direct supervision and guidance to 4-8 Clinical Supervisors (50-100 counselors) to review team performance in meeting KPIs, coach on personnel management, identify areas of improvement, and provide mentorship in clinical leadership skills
- Created the department's first Performance evaluation manual and established a standardized rubric for evaluating counselor performance equally and uniformly across the board
- Created various supervision documentation that emphasized user-friendliness and captured all counselor metrics that were reflected in the annual performance evaluation
- Authored the department's first Supervisor Manual for new hires and created a formalized process for supervisor onboarding and training
- Interviewed, onboarded, and trained new supervisors and counselors on a rolling basis to consistently recruit and nurture highly talented and skills clinicians to support Contact Center operations
- Spearheaded creation of various tracking/monitoring systems and spreadsheets for the clinical team in order to designate a single source of truth where information is centralized and transparent for all management
- Conducted annual performance evaluations for Clinical Managers and reviewed 50-70 counselor performance evaluations annually to ensure accuracy and comprehensive measures of counselor performance
- Available for escalating high-risk case consultations both on shift and after hours in order to provide management support to supervisors
- Maintained positive working relationships by participating in routine interdepartmental collaboration meetings with Operations, People Operations, Training, Quality Improvement, Workforce Management and Program Directors to discuss contact center trends and overall contact center performance
- Planned and coordinated supervisor schedule on a weekly basis to ensure coverage across 24/7 and to maximize allocation of resources
- Served as a liaison and an advocate across collaborating departments to the balance of business needs as well as the humanity and empathy required to support a crisis call center environment
- Promoted high morale and staff retention through dynamic communication, prompt problem resolution, proactive supervisory practices and facilitation of positive work environment
- Manage supervisor documentation and communication around counselor performance as well as shift details
- Ensure and audit supervisor completion of call monitoring for quality improvement and training purposes
- Maintain responsibility for meeting service levels and ensure efficient operations during all shifts
Clinical Supervisor
Vibrant Emotional Health
12.2016 - 06.2018
- Directly managed a team of 15 crisis counselors to: ensure compliance with programmatic and DOHMH regulations, monitor productivity, complete extensive clinical quality assurance evaluations, and encourage self-care and wellness for work-life balance
- Provided real-time clinical guidance for a shift containing up to 45 on-site/remote staff who deescalated crises, created mobile crisis team referrals, and provided invaluable referrals to mental health care throughout New York City
- Assisted in the interviewing, hiring, and training of new supervisors and counselors
- Conducted annual performance evaluations for counselors, identifying areas for development and implementing targeted training programs, taking on additional responsibility of writing evaluations for counselors who were without supervisors.
- Responded to high risk crisis situations with calm and empathetic approach and provided a supportive space for counselors to process and debrief after challenging interactions
Functional Family Therapist
The Children's Village
04.2014 - 08.2016
- Conducted weekly home-based family therapy with 10 high-risk children/families to address child welfare issues such as youth substance use, truancy, depression, domestic violence, and family discord
- Formulated psychosocial assessments, treatment plans, and weekly progress notes that complied with ACS, Children’s Village, and Functional Family Therapy regulations
- Established and maintained expansive collaborative relationships with the families' collateral contacts to ensure a continuum of care and seamless comprehensive services
- Facilitated skill-building workshops for parents on topics such as conflict resolution, anger management, and effective communication techniques.
Kindergarten Teacher's Assistant
P.S 77 Lower Lab School for Gifted Children
09.2010 - 06.2011
- Helped teacher prepare instructional material and displays.
- Assisted students in developing deeper understanding of course concepts by providing one-on-one support.
- Enforced rules and instructions to maintain discipline.
Education
Bachelor of Arts - Psychology, Child And Adolescent Mental Health
New York University
New York, NYMaster of Science - Mental Health Counseling
Hunter College
New York, NYCertification
- NYS Licensed Mental Health Counselor, #007308
- Lean Six Sigma Black Belt Professional Certification (December 2024) Six Sigma Global Institute
- Lean Six Sigma Continuous Improvement Manager/Management Professional Certification (August 2024) Six Sigma Global Institute
- Scrum Master Certification (March 2025) Agile Enterprise Coach
- OKR Certification: Leadership and Goal Setting (March 2025) Measure What Matters | OKR Resources
- Agile Project Management Certification (March 2025)
- Asana Project Management - Intermediate/Advanced
Accomplishments
- National Crisis Center Conference 2018 Scholarship Recipient, CONTACT USA
- National Council for Mental Wellbeing Middle Management Academy (June 2022)
- The Management Center Managing to Change the World – BIPOC Manager’s Cohort (June 2024)
Languages
Japanese
Timeline
Assistant Clinical Director
Vibrant Emotional Health
12.2023 - 03.2025
Clinical Manager
Vibrant Emotional Health
06.2018 - 11.2023
Clinical Supervisor
Vibrant Emotional Health
12.2016 - 06.2018
Functional Family Therapist
The Children's Village
04.2014 - 08.2016
Kindergarten Teacher's Assistant
P.S 77 Lower Lab School for Gifted Children
09.2010 - 06.2011
Bachelor of Arts - Psychology, Child And Adolescent Mental Health
New York University
Master of Science - Mental Health Counseling
Hunter College
Similar Profiles
Aubri DavisAubri Davis
Crisis Counselor at Vibrant Emotional HealthCrisis Counselor at Vibrant Emotional Health
ANDREA PEREDAANDREA PEREDA
Project Manager at Vibrant Emotional HealthProject Manager at Vibrant Emotional Health
Sierra williamsSierra williams
Crisis Counselor at Vibrant Emotional HealthCrisis Counselor at Vibrant Emotional Health
JESSICA AVICHALJESSICA AVICHAL
Quality Improvement Specialist at Vibrant Emotional Health - H2H Contact CenterQuality Improvement Specialist at Vibrant Emotional Health - H2H Contact Center
Anvar PrimovAnvar Primov
Java Backend Engineer / Developer at Cambridge Unit SamarkandJava Backend Engineer / Developer at Cambridge Unit Samarkand